Jump to content

You can now change your notification sounds by going to this link https://www.consumeractiongroup.co.uk/index.php?/&app=soundboard&module=soundboard&controller=managesounds


You can find a library of free notification sounds in several places on the Internet. Here's one which has a very large selection https://notificationsounds.com/notification-sounds



BankFodder BankFodder


BankFodder BankFodder

  • Tweets

  • Posts

    • EU deal replicated 'as far as possible' ... aka less than   "The British Government is continuing to work intensively on securing continuity with other countries. We have secured agreements – either signed or agreed in principle - that account for 64% of the UK’s trade with all the countries with which the UK is seeking continuity, should we leave the EU without a deal."   With what I've seen on that page I linked earlier, that would seem to be decidedly unambitious 'trade deals across the world larger than the EU
    • dx100uk - thank you for your advice.  I will send a SAR to Vanquis and really appreciate all the help on here.   I may have read your last sentence in the way that it was not intended but it has came across very judgmental and not helpful.  I have came on this site for some help, not to be judged.  If that was not your intention then I apologise as I realise text can be read in the way it was not intended.  
    • . I'm sorry but this is not correct. There is a very long established rule that you are required to exercise utmost good faith (uberrima fides) when becoming a party to any kind of insurance contract. This means that you have quite a strict duty to accept responsibility for disclosing any information which a reasonable person in your position might understand could materially affect the risk. I can imagine that the interpretation of this rule would not be applied quite so strictly to a very new and young driver – but the more that one has been driving and the more insurance policies one has held, then I think that the stricter  this rule becomes. It is also well established that one can misrepresent something simply by withholding information – by silence. I'm sorry to say that I think that this rule and the value of it is so self-evident that it is scarcely worth discussing. I wouldn't start raising this issue if I were you with insurers or the courts because you will come away with a bloody nose and loss of credibility
    • @unclebulgaria67 your point is particularly valid especially in regards to loss in the event of a claim. Irrespective of 2x SP30’s or not the vehicle is insured for its full market value. The insurers rating changes based on risk against those endorsements, where said risk calculation isn’t made available.    Also I question the validation of 22% in premium. Is that based on today’s risk profiling, or is that applied retrospectively to day 1 and can that be evidenced.    One thing that is very clear, is that to bring about any degree of misrepresentation the insurer has to have evidence that questions were asked in regards to the endorsements.   This was an auto renewal and when I’ve checked the Brokers electronic Copy on “My Policy’ at renewal, there is no section included relative to accidents in the last 5 yrs or Motoring convictions. Everything else relative to me and the named driver is listed. 
    • Here is what exposes Johnson & Co Commission document, makes for sober reading   Wonder if Snake Oil Singham has read and digested it?   https://ec.europa.eu/info/sites/info/files/brexit_files/info_site/com_2020_324_2_communication_from_commission_to_inst_en_0.pdf
  • Our picks

    • Currys Refuse Refund F/Freezer 5day old. Read more at https://www.consumeractiongroup.co.uk/topic/422656-currys-refuse-refund-ffreezer-5day-old/
      • 5 replies
    • Hi,  
      I was in Sainsbury’s today and did scan and shop.
      I arrived in after a busy day at work and immediately got distracted by the clothes.
      I put a few things in my trolley and then did a shop.
      I paid and was about to get into my car when the security guard stopped me and asked me to come back in.
      I did and they took me upstairs.
      I was mortified and said I forgot to scan the clothes and a conditioner, 5 items.
      I know its unacceptable but I was distracted and Initially hadn’t really planned to use scan and shop.
      No excuse.
      I offered to pay for the goods but the manager said it was too late.
      He looked at the CCTV and because I didn’t try to scan the items he was phoning the police.
      The cost of the items was about £40.
      I was crying at this point and told them I was a nurse, just coming from work and I could get struck off.
      They rang the police anyway and they came and issued me with a community resolution notice, which goes off my record in a year.
      I feel terrible. I have to declare this to my employer and NMC.
      They kept me in a room on my own with 4 staff and have banned me from all stores.
      The police said if I didn’t do the community order I would go to court and they would refer me to the PPS.
      I’m so stressed,
      can u appeal this or should I just accept it?
      Thanks for reading 
      • 7 replies
    • The courier industry – some basic points for customers. Read more at https://www.consumeractiongroup.co.uk/topic/421913-the-courier-industry-%E2%80%93-some-basic-points-for-customers/
      • 1 reply
    • The controversial sub-prime lender says the City watchdog is investigating its practices.
      View the full article
      • 0 replies
style="text-align:center;"> Please note that this topic has not had any new posts for the last 3992 days.

If you are trying to post a different story then you should start your own new thread. Posting on this thread is likely to mean that you won't get the help and advice that you need.

If you are trying to post information which is relevant to the story in this thread then please flag it up to the site team and they will allow you to post.

Thank you

Recommended Posts

Hi All,


I am having a problem with an insurance claim and I have got to a stage where the companies final decision is to not honour my claim, I am wondering if to take this further and what my chances are, or I should accept the decision.


A brief history...


On the 14th of May 2009 I took out travel insurance with the above company, I opted for there backpackers insurance as it was well priced and covered me for the whole year that I am in Oz.


I received my policy documents via email, had a quick read and thought nothing more of it. Two days before I travelled I printed of my documents and brought them with me.


Two days after arriving in Oz I had my wallet lost/stolen, subsequently reported this to the police and filed a claim via email, as I had just arrived and did not want to leave money in my hostel, I had around 1100 AUD in my wallet. The maximum I can claim for is £500.00 and this incurs an excess of £100 as per my insurance documents.


Now this is where the fun starts! The policy sent to me at the time of purchase is as below:



Thank you for choosing to insure with Direct Travel Insurance. We've attached your policy schedule for your reference.

YourPolicyDetails.jpg Policy Number: 61022846

Date of Issue: 14/05/2009

Policy Type: Backpacker

Policy Holder/Main Insured: DELETED

Address: DELETED


Commencement Date: 08/07/2009

Period of Cover: 365 days

Travel Area: Australia and New Zeland

Cover Options Included: Personal Money & Possessions, Cancellation cover.

Policy Cost (Exc IPT): £91.80

Insurance Premium Tax: £16.07

Total Amount Paid: £107.87

YourTravelInsIncs.jpgcheckpoint.png Up to £5.000,000 cover for medical emergency and associated expenses;

checkpoint.png 24-hour Direct Travel Insurance Assistance phone number: +44 1273 747 602;

checkpoint.png 24-hour Talking Nurses phone number, for non-emergency medical queries: +44 208 481 7798.



This is the reply I reiceved from direct-travel:


Thank you for your e-mail.

I am sorry to hear this has happened to you.

When you purchased your policy, you did not pay to include your personal possessions or personal money. We would therefore not be able to meet a claim.

Kind regards

Mrs Sarah Seal

Direct Travel Insurance


This of course was news to me as my policy directly states that I am covered, I replied to Sarah explaining that my documents say I am covered and sent her a copy, I received this reply:


Thank you again for your e-mail.

If you open the attachment, you will see that you have only purchased option 1. Option 2 includes cash and baggage not option 1.

Where are you actually reading that your policy includes this cover? Please forward it to us as there could be an IT error. We need to look into this for you if necessary.

Kind regards

Mrs Sarah Seal

Direct Travel Insurance


Now my attachment does include have option 1 ticked, however there is no explanation on this page on what the options include, so I had no way of knowing if this was correct or not. After a few days of hearing nothing I sent the following:


Thank you for your previous email. However I would like to contest your choice not to honour my claim due to an administration error on your part. My policy clearly states in plain English that I am covered for Personal Money & Possessions, as you have seen in the copy of the policy that you have confirmed with myself via email.

On receiving this policy I have done as advised and read your policy to check it provides adequate cover, as asked in your Policy Limits. The document tells me that I am indeed covered for Personal Money & Possessions. I dispute the fact that I am not covered because of a tick box, of which you offer no explanation or break down of each optional cover in my policy document.

I request again that my claim is considered and a suitable conclusion reached. If again you choose not to honour my claim then I will have no option but to take this matter to the FSA and ultimately the Financial Ombudsman as I feel I have been unfairly treated and cannot be blamed for your error.



Kind Regards



I then received a we are looking into your complaint letter.



I emailed again 3 days ago to check on the progress of the complaint and received this:



Thank you for contacting our offices.


A final response was sent to you on 22nd July. I have attached a copy for your reference.


Should you wish a further hard copy along with copies of the screen shots and policy schedule please let me know.


Kind regards,


Sasha Coates



Here is the attachment:



Re. Your complaint regarding your chosen cover options


I write further to our letter of 14th July 2009.


Following receipt of your complaint we investigated the on-line sales process you followed to obtain your policy. We can confirm that you opted for a Backpacker policy with cover option 1. I have included a copy of your policy schedule which details the cover selected. I have also included screen shots of the relevant internet pages that you would have viewed to purchase this level of cover.


Due to a system error the covering sales conformation email stated that you had Personal Money Possessions & Cancellation cover, however, we feel that this does not detract from the fact that you were aware at the time of purchase that this was not what you selected or paid for. Additionally the policy documentation that was attached to the email was all correct and the contract was therefore incepted as selected in good faith. On this basis I feel that you claim has been correctly declined on the basis that the policy cover options you selected for your travel insurance policy did not include cover for the loss of money.


In writing this letter, I have attempted to provide a clear and full explanation as to why I am unable to support your complaint. I appreciate that you may not be pleased but I hope you at least understand why I have come to the conclusion I have.


Should you wish to pursue the matter further, you may refer your complaint to the Financial Ombudsman Service. In this respect, this letter may be regarded as our Final Response. I enclose a copy of the Financial Ombudsman Service’s leaflet and must advise that, should you decide to refer the matter to the Financial Ombudsman Service, you must do so within 6 months of the date of this letter.


Please note that any complaint submitted to the Financial Ombudsman Service must be made against AIG UK Ltd, the underwriter of the Direct Travel Insurance Services policy.









Yours sincerely





Sasha Coates



So my question as before, do I have a leg to stand on?



Many thanks





Share this post

Link to post
Share on other sites

don't give in. If I had a policy that told me I'd got cover for personal money I would assume I had. If they have a technical issue that's their problem not yours.


Imagine if this had been the other way around and you had included some detail on the online system that wasn't showing on your policy, do you think they'd honour that? That's why they send a policy for you to check.


It looks like a case for the FOS

Share this post

Link to post
Share on other sites

  • Recently Browsing   0 Caggers

    No registered users viewing this page.

  • Have we helped you ...?

  • Create New...